Emerging Experience Strategist

Ford Motor Company • United States,

1d • $99,100 - $166,200 • Remote

About The Position

The Emerging Experience Strategist is part of Ford’s Customer Experience team and Advanced Product Strategy & Planning organization. The role brings an outside-in perspective by independently experiencing and evaluating leading shopping, buying, and ownership journeys across automotive and other industries. The strategist documents customer reactions and the elements that make experiences effective, then translates findings into practical opportunities for vehicle and non-vehicle commerce across Ford.xx, Lincoln, and Ford Pro.

The position works with product, design, user research, analytics, and business teams to inform strategy and roadmaps 6 to 18 months out and beyond. It identifies customer and industry trends, including developments in AI, and connects observations to strategic opportunities, customer value, and value to Ford. The role also supports prototyping and testing, contributes to quarterly strategy and roadmap alignment, and represents Global Digital in industry settings. Ford describes this as a salary grade 8 position with a stated salary range of $99,100–$166,200. Visa sponsorship and domestic relocation are not available.

Requirements

• Bachelor’s degree.
• At least 5 years of experience in customer experience, retail, e-commerce, or digital product, including direct in-store and online retail experience.
• Proactive and curious, independently seeking out and trying new experiences and investigating how they work.
• Customer-focused, starting from the customer experience and pursuing ways to deliver value to customers and Ford.
• Subject-matter expertise in best-in-class shopping, buying, or ownership experiences, with the ability to set a standard and mentor others.
• Ability to document experiences clearly and consistently so findings are useful to people who were not present.
• Fluency with current AI shopping tools and how digital and physical journeys connect, including the ability to distinguish real capabilities from demonstrations.
• Experience taking observations through to tested customer experiences and presenting findings to senior leadership.
• Strong storytelling skills and an active industry network.
• Ability to lead through influence as an individual contributor across product, design, engineering, and business teams.

Nice To Haves

• Master’s degree or MBA.
• Automotive retail experience.
• Experience with large or financed purchases such as automotive, real estate, or travel; accessories, parts, or service commerce; omnichannel or dealer experience; B2B or fleet commerce; global experience; or Ford or dealership experience.

Responsibilities

• Experience best-in-class shopping, buying, and ownership journeys firsthand, including test drives, deliveries, showrooms, online purchases, accessory and service purchases, and AI shopping assistants.
• Document each experience consistently, covering the journey, the customer’s feelings, what made the experience work, and what Ford could apply; maintain a benchmark library for the team.
• Benchmark how leading companies handle significant purchases and ownership in automotive and other sectors, for retail and commercial customers.
• Track trends in how customers shop, buy, and own, including AI, and explain their implications for Ford.
• Turn findings into use cases tied to a space, strategic bet, and value for customers and Ford; pitch them with the team to journey managers, PMs, and product leaders; help prototype and shape tests.
• Provide outside-in input to quarterly strategy refreshes and roadmap alignment sessions.
• Represent Global Digital at industry conferences and with partners and retail peers, and share learnings with the team monthly.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Paid parental leave, new-parent ramp-up programs, and subsidized backup childcare.
• Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
• Vehicle discount program for employees and family members and management leases.
• Tuition assistance.
• Employee resource groups.
• Paid time off for individual and team community service.
• Vacation time, sick/personal time, and paid holidays, including time between Christmas Eve and New Year’s Day.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level